Account & Security

Sign up with your email (or sign in with your Google account, or Apple on iPhone), then verify via an OTP code sent to that email. KUYY has no passwords; if the OTP does not arrive, check your spam folder.

Complete your profile (name, username, and photo) so hosts and other participants can recognize you easily.

Your 6-digit PIN protects everything that touches your KUYY Balance: paying with balance, withdrawing, sending balance to another user (including Support KUYY), tipping from your balance, and saving a bank account for withdrawals. It is asked each time and there is no way to turn it off. Entering it wrong too many times locks it for a while. Set or change it in Settings → Security → PIN.

Verifying your phone number is required to create activities as a host. It is not a way to sign in, and one number can be verified on only one account. Once verified, a host's number is shown in the confirmation and reminder emails their participants receive, as a way to reach the host.

There is no identity verification (KYC) step in KUYY. The Verified Badge page tracks the blue check (verified account) requirements instead: an active KUYY Premium or Business subscription, at least 300 followers, at least 10 activities hosted, and 500 total participants across all your activities.

Once blocked, that person cannot join activities you host (a booking they already have stays valid), and the two of you cannot send each other messages or spots.

What you should know: blocking does NOT hide that person's activities from your Home, and does not hide yours from them. Blocking also does not automatically unfollow their account.

If the problem is a suspicious activity or a scam, use Report on the activity page instead. That is the channel the KUYY team acts on.

It depends on the host's setting. If the host turns off "Show participants to everyone", the participant list cannot be opened at all by fellow participants, in either the app or the web. All they see is the host's name, a few profile photos and "and others", without the count.

If you turn on Private Account in settings, the activity list and Moments on your profile are only visible to followers you have approved. Moments still show on the activity's own page to anyone who opens it.

Conversely, the activity history of users whose accounts are NOT private can be opened from their profile.

Account deletion lives only in the app. Open Edit Profile, tap the three-dot icon at the top right, choose Delete Account, then confirm. The account is deactivated straight away and you are signed out.

The web dashboard has no such button. Don't confuse it with Remove account on the Switch Account screen, which only unlinks the account from this device and you can sign back in.

Your profile, name, and username stop appearing, and you cannot sign back in. There is no grace period and no restore; signing up again with the same email creates a new, empty account. Your verified phone number is released, so it can be used on another account.

Activities you created, tickets, transactions, chats, and your balance are not deleted with it, and nothing checks your balance or running activities first. Withdraw your balance, finish your activities, and stop your subscriptions before you delete.

Open Edit Profile and tap Change next to Phone Number; on the web dashboard it is Settings, Edit Profile, the Phone row. Enter the new number and we send a 4-digit code over WhatsApp (numbers outside Indonesia and Malaysia get it by SMS).

The field cannot be typed into, so verifying that code is the only way to change it. The code lasts 10 minutes, and a new one can be requested after 90 seconds. How you sign in does not change, because KUYY uses email, Google, or Apple.

A number can sit on only one account. You see this when it is already verified on another account. Deleting an account releases its number, but numbers from accounts deleted before 23 September 2026 are still stuck on those old accounts.

The same message appears if you re-verify the number already on your own account. If your number is stuck, choose Contact Support to chat with kuyy_official.

The number under Personal Information is one you type yourself with no OTP, and it can be shared with hosts of activities you join. The number in Edit Profile is WhatsApp-verified and is required to create activities. It isn't shown on your profile, but if you host, it appears in the confirmation and reminder emails your participants receive.

They are stored separately, so changing one does not change the other.

Open the activity page, tap the three-dot menu, then pick Report as Scam. A reason is required, up to 500 characters. The menu shows for every signed-in user except that activity's own host.

If you hold a seat in that activity and the host's payout hasn't run yet, the same menu opens the Report a problem form, which opens a chat room with the host (see the question about a problem with your booking). Otherwise your report is recorded for the KUYY team to review.

The server only accepts JPG, PNG, and WEBP. HEIC and GIF are rejected even though the web file picker still offers them. In the app your photo is compressed and cropped to a circle first, so failures there are rare.

The app reports a file-too-large message for every failed upload, including when the real cause is the format. Re-save the photo as JPG or PNG and try again.

The blue check is granted automatically, not through an application or a manual review. In the app and on the web: Settings → Account → Verified Badge.

There are four requirements, and all must be met: an active KUYY Premium or Business subscription, at least 300 followers, at least 10 activities hosted, and 500 total participants across all your activities.

As soon as all four are met, the badge activates the moment you open that page.

Once earned, the badge is only removed if your subscription ends, not because your follower or activity count drops. If you cancel a subscription paid on the web, the badge is removed right then; if you subscribed through the Play Store or App Store, removal only happens once the paid period actually runs out, not when you press cancel.

Yes, and you don't need access to your old inbox. On the web, open Settings, Edit Profile, then Change on the Email row. In the app this comes with the newest app update (Edit Profile, Change next to Email); until then, change it on the web. Enter the new email, then the 4-digit code we send to it. If your account has a PIN, you enter it before that code is sent; a wrong PIN counts toward the same limit as everywhere else (6 tries in 24 hours), and "Forgot PIN?" resets it with a code to your current email. The code works for 10 minutes, and a new code can be requested once a minute, at most 5 times a day; 5 wrong tries mean a 15-minute wait.

Once that code checks out, your account email changes straight away, and from then on you sign in with the new email. Google or Apple sign-in keeps working as before, and your other devices stay signed in. The account email can be changed once every 30 days, and only by the account owner: while you're signed in as a studio's staff, the option isn't there.

After the change we email your old address with the subject "Your sign-in email was changed", showing the new address and a button to undo, and send a notification to your phone. The change can be undone once within 7 days: from the button in that email, no sign-in needed, or in Edit Profile (Undo change on the web and in the app). The red warning at the top of your notifications takes you there too. Undoing from the email signs out every device on the account; undoing in the app or on the web signs out only your other devices.

For those 7 days, adding a bank account and creating or changing your PIN are locked, and your old email can't be used to create a new account. If the change is undone, those locks lift 30 minutes later, but the once-every-30-days limit still counts from the change.

The new email can't already belong to another KUYY account or have been moved off another account in the last 7 days, and it can't be an Apple relay address (@privaterelay.appleid.com). Accounts from the GoPay or BCA mini apps have no account email to change. If someone else changed your email and you can't undo it, contact support.

Careful not to confuse the two: the email field on the Personal Information page is the email used to auto-fill activity registration forms. It can be edited on the web, and in the app from its newest update. Changing it does not change your account email. As long as your account has a registered email, OTP codes still go to that account email, not to this field. If it holds the same address as your old account email, it changes along with the account email.

Go to Settings → Security → PIN. On the screen asking for your old PIN, tap "Forgot PIN?" at the bottom.

An OTP code is sent to the email registered on your account. By email only, there is no SMS or WhatsApp option. Enter the code, then set a new PIN by entering it twice.

If you can no longer access that email, change your account email first in Edit Profile (on the web, or in the app from its newest update); the code goes to the new address. You can then set a new PIN 7 days later, since creating or changing the PIN is locked for 7 days after the account email changes. The date and time the lock lifts are shown when you try to set the PIN.

There is no setting yet that turns all emails off at once. What you can stop are the announcement (@all) emails a host sends to the members of an activity chat or their Chat Channel. An ordinary mention of your name isn't sent by email.

To do it: click the "Unsubscribe" link at the bottom of that announcement email. It opens a confirmation page, and announcement emails from that chat stop once you press Yes, unsubscribe. Links in announcement emails sent before 29 September 2026 no longer work. In a Chat Channel you can also turn on Mute notifications (on the web: Mute) in the chat settings; activity group chats don't have this setting.

Two things to know. First, this only stops the EMAIL. Phone notifications still arrive; for those, use your phone's notification settings for the KUYY app. Second, other emails such as invoices (which carry your e-ticket), activity reminders, and cancellation notices cannot be turned off yet.

Besides emails from hosts and activities, KUYY itself occasionally sends informational or promotional emails from [email protected]. Those carry an Unsubscribe link at the bottom that stops KUYY's promotional emails to your address, without affecting account and transaction emails. A reply to a host announcement or a KUYY email reaches the KUYY team, not the host.

Messages can be deleted one by one in the app: press and hold the message, then choose delete. The message disappears for everyone in that conversation.

The limits: only your own messages, and only within 1 hour of sending. After that the delete option no longer appears. In the app, balance-transfer messages can't be deleted. On the web, hover over the message, open its menu and choose delete.

Deleting a whole conversation from the chat list is not possible yet. There is no delete, archive, or leave option. If your chat list feels crowded with club announcements, what you can do is mute that channel (which stops its announcement emails), or unfollow the host so you leave the channel automatically.

You cannot yet see which devices are signed in or sign them out remotely yourself. What you can do: contact the CS team through the kuyy_official chat (pick the topic Something else), and CS can sign your account out of every device at once. Then sign back in on your own device with the OTP code sent to the account email.

It is worth changing your KUYY PIN afterwards, from Settings, Security. If the lost phone is still signed in to your email, secure the email first, since the sign-in OTP goes there.

Settle these two things first, because neither of them stops when the account is deleted.

Withdraw your remaining KUYY balance. Deleting the account does not trigger an automatic payout, and afterwards you lose access to that balance. If it is already too late, contact support. The record is still stored.

Cancel your subscriptions: Premium bought in the app is cancelled in the Google Play Store or App Store, and subscriptions paid on KUYY are cancelled from Settings then Subscriptions. Deleting your KUYY account doesn't cancel any subscription, so billing can continue.

Account deletion takes effect immediately with no waiting period, and there is no way to reactivate it yourself.

Open Settings, then the My Activities section, then Documents, in the app or on the web. Every document ever sent to you appears there, newest first, and each one names the host who sent it. Press Open to view it right away, or Download to save it. Receiving and opening documents is free for all participants.

Documents aren't available in the mini apps (BCA, GoPay). There's no notification when a document is sent, so you do need to check that page yourself.

If the page is empty even though your host says they sent it, make sure you're signed in with the same account you used to register for that class. For a child's class, the document goes to the account that registered or bought the pass, usually the parent's account, and the host writes the child's name in the document title.

Documents are private: only you and the host who sent it can open them, and there's no link you can share with anyone else. They also never expire and stay there until the host deletes them; you can't delete a document you've received yourself.

Choose Contact Support in Settings. A chat with kuyy_official opens and asks you to pick a topic: How the app works, A payment or refund, A withdrawal, Report an activity or host, or Something else. If it helps, also pick the transaction or activity it's about, then write your question.

Your message is answered first by KUYY AI, an assistant that answers from the guides in this Help Center, in the language you write in. For money questions, KUYY AI can also read your account's records from the last 7 days: your payments and refunds, your withdrawals, and the payout status of activities you host; it never states your balance total or your account number. For a personal case such as money that hasn't arrived, a specific refund, an error, an account problem or a report, or when the guides don't cover it, the chat is handed to the support team. The Chat to a real person button then appears, and our team replies in the same chat. You can also simply ask to talk to a person.

While you're waiting for the support team to reply, the conversation stays open, so their reply still lands in that chat. Once the team has replied, the conversation closes automatically if you don't answer within 24 hours of reading their reply, or within 48 hours if you haven't read it. There's no notification for this; just write again in the same chat if you still need help. Support KUYY in Settings isn't a help channel; it's a donation to the KUYY team from your KUYY Balance.

You stay signed in for as long as you use your account. Each time you use the KUYY app or website, your sign-in is extended to 30 days from then. If your account isn't used at all for 30 days on a device, you're asked to sign in again on that device with the OTP code sent to your account email.

A session also ends straight away when you choose Log Out, or when the CS team signs your account out of every device at your request.

Other accounts saved under Switch Account are extended automatically too, about once a day, while you use KUYY in that browser or app. If one of them can no longer be extended, it disappears from the Switch Account list; add it again by signing back in. In the app this works from version 8.8.0; on earlier versions, an account you haven't switched to for 30 days needs to sign in again.

Announcements are news from the KUYY team that appear as a pop-up sheet in the app and on the KUYY website: one or more cards you can swipe through, sometimes with an image and an Open button. An announcement you've seen doesn't come back, unless the KUYY team shows it again. They're different from the @all announcements a host sends to their activity's participants in chat.

What's new lists new features, improvements and fixes in KUYY. Open it from Settings, What's new (on the web it's in the Support section), or from the What's new link at the bottom of the KUYY website. Updates you haven't seen also pop up once as a sheet. In the app, if an update needs a newer app version, KUYY asks you to update the app.